At Zentei Matcha, we are committed to providing our customers with products that are “best in class” in terms of value received for dollars paid. We will do everything we can to ensure that you are satisfied with your order, and address any problems quickly and completely. If you have any questions or issues, please contact us at email@example.com.
Returns & Exchanges Policy
All returns and exchanges must be received within 30 days from purchase. Zentei Matcha only accepts returns and exchanges for defective products, defined as follows:
Defective Products: The term “defective” is to be confirmed by Zentei Matcha, and is defined as:
Food Item (such as Matcha): Unfit for safe consumption, due to its age, contamination, or packaging damages. All Matcha tins should arrive with a metal seal to protect the quality and safety of your Matcha. If this seal is broken, the Matcha is not safe for consumption.
Non-Food Item: Unfit for use, due to any visible damages, including breaks, tears, or contamination of any sort.
For food items, such as Matcha, we only accept returns and exchanges for defective products, as defined above, that are unused and in their original packaging. For non-food items, we only accept returns and exchanges for defective products, as defined above, that are unopened and in their original packaging.
We do our best to ensure quality and accuracy. If for any reason your product is defective (as defined above) upon arrival or incorrect compared to your order receipt, please contact us at firstname.lastname@example.org. Once we confirm the proof of purchase, we will e-mail you a return slip. Once we receive the return slip and inspect the product, we will send an e-mail to notify you that we have received your return and we will advise whether it has been approved or denied. If the return is approved, we will then either fully refund your credit card for the purchase (including shipping), or ship the correct item to you free of charge, whichever preference you note on the return slip. Please be sure to completely fill out your return slip. If the return slip is not included or not complete, we will assume that you would like a refund, as opposed to an exchange.
If you received a product as a gift, which was shipped directly to you from our company, we can accept a gift exchange for any product that is defective (as defined above) upon arrival or incorrect compared to the purchaser’s order receipt. Returns for gifted products are not accepted. For gift exchanges, please e-mail us at email@example.com. Once we confirm the proof of gift purchase, we will e-mail you a gift exchange slip. Once we receive the gift exchange slip and inspect the product, we will send an e-mail to notify you that we have received your gifted product and we will advise whether the exchange has been approved or denied. If the gift exchange is approved, we will then ship the correct gift item to you free of charge. Please be sure to completely fill out your gift exchange slip. If the gift exchange slip is not included or not complete, we will not be able to process the exchange.
Please ship returns and exchanges to:
Attn: Mail Order Returns
107 Butler Drive
Frederick, MD 21702
Unless otherwise indicated, customer is responsible for freight on all returns and exchanges.
After you place an order, you may cancel it at any time prior to receiving a shipment confirmation. To cancel an order prior to shipment, please e-mail firstname.lastname@example.org. If your order is cancelled prior to shipment, you will not be charged. Cancellation requests will not be accepted once shipment has been confirmed.
If you are a wholesale customer, please e-mail email@example.com for all questions regarding returns or exchanges, as the policy may differ from that mentioned above.